I can't find what I'm looking for. What do I do?
Please send Customer Service Dog - Ralph, a message on our Contact page and we'll do our best to answer your question.
Can I exchange a product?
If you wish to exchange a product you may contact Ralph via our Contact page, we will advise you on how to make your exchange as easy as possible. Please note that delivery charges will only be reimbursed if Maid in Australia T/As Underwater Dogs is at fault; and this is the reason you are seeking an exchange. In all other circumstances, including change-of-mind, delivery charges will not be reimbursed. Please note: We will not exchange a product if it has already been opened.
How long will it take to receive a refund for a product returned?
To arrange for a refund on your item please contact Ralph via our Contact page. we'll assist you with returning the item and providing you with a refund. The refund may take up to 10 business days. For more information please see our Refunds & Returns Policy.
If I am unable to find my sales invoice can I use a bank statement as proof of purchase?
Unfortunately UWDOGS will not accept bank or credit card statements as proof of purchase however, if you have a registered account with us, having access to your purchase history means you will be able to retrieve your invoice details at any time. Copies of invoices will not be provided if lost or misplaced. Please contact Ralph via the Contact page if you require assistance.
Will I receive a refund for products purchased?
If you have a copy of your Sales Invoice and have followed the product assessment procedure you will receive a refund as outlined in our policy. For more details, please refer to our Refunds & Returns Policy.
Can I track my order?
If you have not received your order and are concerned, please contact Ralph via our Contact page. We'll do all the hard work, tracking your order with our couriers both nationally and/or internationally. We'll get straight back to you.
I have received my shipping confirmation but the delivery has not arrived. What should I do?
Depending on where you live, your order will take between 5-10 days to reach you. This time frame depends on dispatch and the destination address. If your delivery is taking longer than 10 days please contact Ralph via our Contact page. We'll track your delivery for you.
What if I am not home to accept my delivery?
If you are not at home when the courier attempts to deliver your order and you have requested signatory delivery, they will leave a calling card. This calling card will contain the details needed for you to contact the courier service and arrange a suitable re-delivery date. If for any reason you do not contact them and/or they are unable to contact you, the delivery may be returned to us. If returned, we will contact you immediately. At your instruction we will either arrange another delivery or a refund of the order value less any incurred delivery costs. Please note: if a second delivery is requested by you, you will be responsible for any delivery costs incurred.
Can I send my items to multiple addresses?
Only one delivery address per order will be accepted, therefore if you wish to ship to multiple addresses you will need to create separate orders.
1. At point of purchase you will be required to select your nominated address for delivery.
2. Instructions to leave: You may request special delivery instructions at checkout. Please make a selection at this point in the purchase process. *Please note, that by doing so you take full responsibility should the order go missing after it has been delivered.
Can I place an order over the phone?
If you are unable to complete an order online please contact our Customer Service Dog Ralph via our Contact page OR, email direct at firstname.lastname@example.org
What do I do if I have not received my shipping confirmation?
If you have not received your shipping confirmation within two working days please contact Ralph via our Contact page. We will assist you in tracking your order.
What Tax is applied to my purchase?
For our Australian Customers. All orders are shown in Australian dollars and include a 10% Australian Goods & Services Tax (GST). US Customers. All USA orders are shown in US dollars ex tax with designated State Sales Tax% included at Checkout. International Customers. Any Tax implications in your location remain the responsibility of the Customer. Please see our Term & Conditions Policy for further clarification.
How much does postage and handling cost?
All other shipping costs are dependent on zip code, both within the US and/or International. Freight and shipping logistics are handled by Shopify Shipping for the most economical pricing available.
What do I do if my order does not arrive within the delivery guidelines?
Most orders will arrive within our postal guidelines, however, a small percentage may take several days longer. We suggest waiting a few more days to allow for local delivery conditions, or please contact us if you have any concerns.
Will my order arrive safely?
Australian Customers: All orders are sent by Australia Post, eParcel or courier, ensuring that your order can be traced. If no one is at home when Australia Post delivers, you will receive an Australia Post 'calling card' explaining where and when to collect your parcel from your local Post Office.
US Customers: All orders are sent via Shopify Shipping, USPS, UPS or Fedex ensuring that your order can be traced. If no one is at home when your parcels delivered, you will receive a 'calling card' explaining where and when to collect your parcel from your local USPS or with UPS/Fedex to arrange for a re-delivery
International Customers: All orders are sent by International Courier Services via SHIPPIT logistics or Australia Post ensuring that your order can be tracked from the moment it leaves despatch.
When will my order arrive?
Australian Customers: Please allow 5-10 working days for delivery within Australia. However, most orders are delivered by Australia Post within 3-5 working days (excluding weekends and public holidays). Delivery to customers in WA and remote rural areas may take a few days longer. As with most delivery services, the couriers that will deliver your order do not have a standard or set time of the day that goods are delivered. Your order will be delivered on weekdays only from Monday to Friday and generally only during business hours 8am-5pm. During your checkout process you will be asked to confirm delivery instructions.
US Customers: Please allow 2-5 working days for delivery within the US. For delivery to more remote areas please allow 3-7 working days. However, most orders delivered by UPS within 5 working days (excluding weekends and public holidays). Your order will be delivered on weekdays only from Monday to Friday and generally only during business hours 8am-5pm. During your checkout process you will be asked to confirm delivery instructions.
InternationalCustomers: New Zealand orders can expect delivery via SENDLE courier systems or AustPost within 5-7 business days. All other Southern Hemisphere orders within 7-10 working days. Northern Hemisphere courier services may expect delivery within 7-14 business days.
When will my order be despatched?
UWDOGS endeavours to have all orders despatched within 48 hours of receiving your order. You will receive an email when your order has been shipped. Orders received on a Friday are dispatched on Monday.
How do I know my credit card details are safe?
How do I know my credit card details are safe?
Can I still make a purchase if I don’t have a credit card?
Yes! You can still make a purchase if you use a VISA or MASTERCARD Debit Card. Alternatively you may open a PayPal or ApplePay Account
What payment types are accepted?
UWDOGS accepts all Shopify payments i.e. VISA, MASTERCARD, PAYPAL & APPLEPAY. All credit card payments shall be processed via SHOPIFY SECURITY PAYMENT SYSTEMS secure on-line payment services.
How do I update or change my account information?
To update your account information:
1. Click My Account and sign into your account using your UWDOGS ID and Password
2. You will be directed to your Account dash board
3. Click Edit on any field you wish to change, i.e. Contact Information, Billing Address, Shipping Address, or add a new Canine Family Member
4. Update details and Save Changes
Do I need to create an account to make a purchase?
To purchase on-line you are asked to register with UWDOGS. This is a choice. You will enjoy the convenience of your membership details being online and your purchase history saved to your account. Added benefits also include a faster shopping experience, access to prior orders, and/or the convenience of nominating recurring orders, plus you will receive from time to time special e-offers and exclusive deals via our e-letter service.